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Title
Learning How to Say "I'm Sorry.".
Abstract
The article discusses a forced transparency era which has deepened the need for business leaders to acknowledge when their companies commit service mistakes in the eyes of their customers. It cites some examples where top executives of globally renowned companies made public apologies including Reed Hastings of Netflix and Rob Maruster of JetBlue Airlines. It mentions how apologizing allows customers to value the fact that the company admitted a mistake and took steps to resolve it.